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Cisco Bug: CSCur03096 - CUIC LiveData Not displaying AgentName and Precision Queue

Last Modified

May 26, 2019

Products (1)

  • Cisco Unified Contact Center Enterprise

Known Affected Releases


Description (partial)

Agent Name and PrecisionQueue/SkillGroup is missing in the live data report(CUIC).Data is getting populated in Historical and Real time reports perfectly fine. Its only in LiveData where data is missing for some feilds.

We've looked at the logs, and all we see are DB errors. For example:
2014-09-04 14:26:04,476 - ERROR [pool-16-thread-1:SqlExceptionHelper@144] - An error occurred while converting the varchar value to JDBC data type INTEGER 

You will hit this issue if you 
- have any non-numeric data in PeripheralNumber
- OR ANY of your numeric data in Peripheral number is OUTSIDE the signed JDBC integer range 
   -2147483648 to 2147483647

2 Tests can be done to determine this:

1) Test for non-numeric data. If this query returns ANY rows then those rows have non-numeric data in PeripheralNumber.
    Workaround is to clean that up so its numeric.
    SELECT A.SkillTargetID, A.PeripheralID, A.PeripheralNumber  
    FROM Agent A 
    WHERE 0 = ISNUMERIC(A.PeripheralNumber)

2) Test for out of range numeric data. If this query returns ANY rows then those rows have numeric data in PeripheralNumber that is out of range. 
Workaround is to 'fix those number so they are in range.
    SELECT A.SkillTargetID, A.PeripheralID, A.PeripheralNumber  
    FROM Agent A
    WHERE 2147483647 < CAST(A.PeripheralNumber as bigint)
               OR CAST(A.PeripheralNumber as bigint) < -2137483648

we suspect the issue is with PCCE live data source when varchar32 is converted into integer from PCCE live data to CUIC reporting engine.
As per customer's The PCCE AgentIDs (agentPeripheralNumber) were set to the agents assigned ex. 7176645725), which was acceptable within PCCE and CUIC Historical and Realtime reports, but failed in the JDBC conversion to data type integer. This is because a signed JDBC integer is a value between -2147483648 and 2147483647.
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